Deliver Seamless Customer Experience

How to Improve Customer Experience thru your Customer's Lifecycle

What does it take to satisfy your business customers? A lot. First, you need to understand who they are, what jobs they are doing, and where your products and services fit in. Next, you need to know where the pitfalls are likely to be in the customer journey as they engage with your firm and your products throughout the lifecycle of their relationship with you. We have worked with thousands of businesses and their customers over the past three decades. We have identified recurring customer experience expectations and patterns from these co-design sessions. In this article, we summarize the dozen customer-critical customer experience issues that are cuurently the most prevalent in B2B accounts. Then we report on what customers' expectations are and suggest ways you could meet those expectations.

Ensure that Your Customers Can Easily Accomplish What They Came to Do

Your web site should clearly demonstrate that you understand what it is that your customers are trying to do—their key scenarios—as they relate to your products and services. Are you putting your customers’ scenarios front and center? And are you allowing them to progress through their scenarios without any detours or obstacles?

Here’s how to create a Customer Experience Journey Map. Map the ideal experience for key customer segments. Identify the customers’ Moments of Truth in each Customer Scenario. Combine these as the backbone of your end-to-end customer journey.

Four Different CSRs; Four Different Responses

Trying to sign up to automatically pay my new Bank of America credit card balance each month turned into a long, frustrating mess because of inconsistent processes and the fact that not all CSRs knew what could be done!

Sears.com Fails to Deliver on Promises

Sears has failed this shopper for the last time! Read the sad, sad story of hours wasted, responses not received, and powerless customer service agents following self-serving customer service practices.

A Success Story for a Company that Didn’t Let a Customer Down in a Time of Need

When you fail to make sure that your customers have a great and successful experience, whether or not you are in control, you risk losing their business and hurting your brand. But ensuring your customers are successful reaps rewards!

Combined CDs and AutoRip Make Amazon Cloud Player More Enticing

Amazon’s AutoRip feature surprised and delighted some customers and annoyed others. We like the fact that we now have digital access to MP3 files of the music we bought on CDs for free and without doing anything!

The Roles Consumers Play as They Interact with Your Firm

Regardless of what hat your customers are wearing when they do business with you—parent, employee, soccer coach—they all want a great customer experience. Consumers have more in common with business customers than you might think.

Bankofamerica.com Neglects to Warn Customers of a Glitch that Requires Customer Attention

When there is an emergency service interruption to your customer experience, it’s important to have processes in place to remedy the situation. Bank of America missed that opportunity and was deluged with calls from frustrated and annoyed customers.